Answered Calls

This value shows the number of inbound calls that included at least one talking event with the agents in the given role, meaning that agent answered the call.

For a list of filter definitions for Answered Calls, see the Report Filter Criteria report.

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Average Calls Per Hour

This value shows the average number of calls in which the agents in the given roles participate every hour over the selected time frame.

For a list of filter definitions for Average Calls Per Hour, see the Report Filter Criteria report.

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Call Count

This value shows the total number of calls (inbound, outbound, and internal) associated with the agents within the given roles.

For a list of filter definitions for Call Count, see the Report Filter Criteria report.

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Call Duration

This value shows the total, maximum, minimum, or average duration of all calls associated with the agents within the given roles. This means the agents were the calling or receiving party in at least one event in the call.

For a list of filter definitions for Call Duration, see the Report Filter Criteria report.

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Call Event Cost

This value shows the total event cost of the call, as defined by the selected Call Cost Profile. The total event cost is calculated by multiplying the total number of seconds of all calls associated with a given agent times the Call Cost Profile’s rate per minute divided by 60. Note that the specific rate is determined by the Call Cost Profile settings. 

Note that this field differs from Call Cost in that Call Cost calculates based on the duration of the entire call, while Call Event Cost calculates based only on the selected event duration.

Example: If “Talking” is the selected event type, then this field will only calculate the cost based on the duration of all talking events.

For a list of filter definitions for Call Event Cost, see the Report Filter Criteria report.

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Event Duration

This value shows the total, maximum, minimum, or average duration of all events of the specified type associated with agents in the given role.The desired event(s) to report on will be selected when configuring the value.

For a list of filter definitions for Event Duration, see the Report Filter Criteria report.

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Feature Duration

This value shows the total, maximum, minimum, or average block of time the agents within the given role spent with the specified feature enabled.

Features consist of phone activities such as Extension/Group login, Do Not Disturb, After Call Work, etc.

Example: So, if we choose agent = “Steve,” feature type = “Do Not Disturb,” and feature enabled = “True,” this will show the total, maximum, minimum, or average amount of time that Steve went onto Do Not Disturb within the given time frame.

For a list of filter definitions for Feature Duration, see the Report Filter Criteria report.

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Inbound Calls

This value shows the total number of inbound calls that contained at least one event associated with agents within the given role, meaning the agent was involved in the call.

Note: This value includes calls that the agents may not have actively participated in, e.g., an inbound call that goes directly to the agent's voicemail will appear in this column. To find calls that the agent had an opportunity to participate in, use Presented Calls.

For a list of filter definitions for Inbound Call Count, see the Report Filter Criteria report.

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Internal Calls

This value shows the total number of internal (extension to extension) calls that involved the agents the given roles.

For a list of filter definitions for Internal Call Count, see the Report Filter Criteria report.

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Missed Calls

This value shows the total number of calls where the given agent was involved in at least one ringing event, but no talking events, meaning they missed the call. By default, this column will only include inbound calls, but it can be set to include other call directions. 

Note:

• A single call that rang multiple different times for the same agent but was only answered once will count as an answered call, not a missed call.
• Calls that were answered by a second agent after being missed by the first agent will still count as missed for the first agent, even though the call itself was eventually answered. 
• In order for an agent to miss or answer a call, the call must first be presented to the agent. An inbound call that goes directly to an agent's voicemail will not count as presented or missed because it never rang at the agent's phone.

For a list of filter definitions for Missed Calls, see the Report Filter Criteria report.

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Outbound Calls

This shows the total number of outbound calls that involved agents within the specified role. These are calls that originated within your phone system and dialed out to an external number. Calls can include the specified agents either because that agent initiated the call or because the call was transferred to that agent.

For a list of filter definitions for Outbound Call Count, see the Report Filter Criteria report.

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Presented Calls

This value shows the total number of calls in which agents within the given roles were involved in at least one ringing event, meaning the agent had a chance to participate in the call. By default, this column will only include inbound calls, but it can be set to include other call directions.

Note:

• This column does not look for talking events. A call that contains at least one ringing event will count as presented, regardless of whether or not it was answered.
• An inbound call that goes directly to voicemail will not count as presented because it never rang at the agent's phone.

For a list of filter definitions for Presented Calls, see the Report Filter Criteria report.

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Ringing Duration

This value shows the total, maximum, minimum, or average duration of all ringing events associated with the agents in the given role.

For a list of filter definitions for Ringing Duration, see the Report Filter Criteria report.

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Talking Duration

This value shows the total, maximum, minimum, or average duration of all talking events associated with the agents within the given roles. This value combines and gives a total of all call directions (inbound, outbound, and internal).

For a list of filter definitions for Talking Duration, see the Report Filter Criteria report.

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Unanswered Calls

This value shows the total number of incoming calls associated with the given role that did not contain at least one talking event. These are calls that were never handled by a live agent.

For a list of filter definitions for Unanswered Calls, see the Report Filter Criteria report.